Skill: Application Support Manager
- Lead end-to-end application support delivery, ensuring SLA compliance, service quality, and high customer satisfaction.
- Own production support operations and maintain a stable, secure, and resilient application environment with minimal business disruption.
- Drive continuous service improvement through Process Improvement (PI), automation, AI-driven solutions, and operational excellence initiatives
- Identify proactive opportunities to reduce incidents, improve system reliability, optimize costs, and enhance user experience.
- Establish and maintain strong customer relationships by understanding business priorities, providing regular service updates, and acting as a trusted advisor.
- Manage critical incidents and escalations, ensuring timely resolution, effective communication, and stakeholder alignment during service disruptions.
- Lead root cause analysis (RCA) activities and ensure corrective and preventive actions are implemented to avoid recurring issues.
- Monitor application health, performance, capacity, and availability, proactively addressing risks before they impact business operations.
- Develop and execute automation strategies to eliminate repetitive tasks, improve operational efficiency, and increase support productivity's.
- Leverage AI and analytics to improve incident prediction, knowledge management, self-healing capabilities, and decision-making.
- Define and track key service metrics, KPIs, SLAs, and operational dashboards to drive accountability and continuous improvement.
- Manage support teams, vendor partners, and cross-functional resources to ensure effective service delivery and resource utilization.
- Plan workforce allocation, skill development, succession planning, and capacity management to meet current and future business needs.
- Ensure effective change, release, and problem management processes are followed to minimize production risks.
- Drive knowledge management practices, documentation standards, and team readiness to improve support efficiency.
- Collaborate with development, infrastructure, cloud, security, and business teams to deliver stable and scalable solutions.
- Support application modernization, cloud transformation, and digital initiatives aligned with business objectives.
- Ensure compliance with organizational policies, audit requirements, security standards, and regulatory controls.
- Prepare and present operational reviews, service performance reports, risk assessments, and improvement roadmaps to senior leadership.
- Foster a culture of innovation, accountability, customer focus, continuous learning, and operational excellence across the support organization.
Salary Range - $100,000-$120,000 a year
TCS Employee Benefits Summary:
- Discretionary Annual Incentive.
- Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
- Family Support: Maternal & Parental Leaves.
- Insurance Options: Auto & Home Insurance, Identity Theft Protection.
- Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
- Time Off: Vacation, Time Off, Sick Leave & Holidays.
- Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
